ATG in Travel
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ATG Empowers Online Success in the Travel Industry

The web presents a double-edged sword for travel and hospitality vendors. While it provides potential travelers with easy access to a company's products and services, it also empowers them to look elsewhere for a better deal — or a more satisfying experience. In fact, when it comes to online travel purchases, brand loyalty is rare, and website abandonment common.

Though Forrester Research shows that the majority of online leisure travelers purchase one-half or more of their personal travel via the Internet, travelers generally abandon websites when faced with pricing or technical support issues. In the past, online travel and hospitality companies have attempted to address these concerns by providing prospective customers with easier-to-navigate sites and self-service tools, such as FAQs. However, due to the complex nature of travel-related transactions – such as purchasing airline tickets, making hotel reservations, and booking travel packages — these measures aren't enough when it comes to securing, supporting, and retaining online customers.

A Sampling of ATG's Travel Customers

Offer Proactive Live Help

The key to driving revenue and boosting loyalty through the online channel is to deliver live help for travel, providing human assistance exactly when is it needed. Essentially, you need to bridge the web and contact center to answer questions and help prospective customers overcome problems encountered during the online booking experience.

By reaching out to prospects while they're conducting research — and offering a personal guide through the online purchasing experience — you can empower customers with the insight, information, and confidence they need to complete their booking.

Bridge the Web and Contact Center with ATG

ATG Live Help, one of the ATG Optimization solutions, proactively engages website visitors with human assistance to increase conversions, reduce abandonment, and improve customer satisfaction. In fact, over 100 travel and hospitality companies worldwide — including all of the top five North American Airlines — use ATG Optimization solutions to engage, convert, and retain customers.

Resolve issues and encourage purchases
  • Use ATG Live Help, including Click to Call and Click to Chat, to connect prospects to a contact center agent
  • Provide live assistance on demand, personally, proactively, and immediately
  • Connect high value visitors on your website directly with your contact center
  • Pass along valuable information – such as consumer web session data – to your agents, for faster conversions and reduced costs
  • Increase online revenue, reduce website abandonment, and improve customer loyalty and contact center efficiency
Immediately impact the bottom line
  • Implement the ATG Optimization solutions with little more effort than adding a line of code to your site
  • Leverage flexible business rules engine to address your specific needs
  • Tap into rich reporting and testing tools to measure ROI